Level 3 Certificate in Principles of Customer Service
Course Overview
Are you looking to complete some customer service training? The Level 3 Certificate in Principles of Customer Service will develop and sharpen your practical skills, enabling you to deliver effective, high quality customer service within a range of environments. You will be introduced to the key concepts and practices underpinning customer service delivery, from conflict resolution techniques to how customer service impacts upon an organisation. You will also gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.
Key Information
Course Length
26 weeks
Course Level
Level 3
Awarding Body
TQUK
(E-certificates upon achievement)
Learning Method(s)
Online materials
Online assessment
For Individuals
Cost and Funding Information
Funded Course
Yes
Study this course
Apply today and begin your journey to qualification
Apply nowThis course is split into seven units. These are:
Unit 1: Understand the customer service environment
This unit provides you with a fundamental understanding of the concepts and practices that underpin good customer service delivery. You will develop an understanding of how customer service is used as a competitive tool, the importance of branding and customer perception and the potential impact of good and bad customer service.
Unit 2: Principles of business
This unit will develop your knowledge of business markets, innovation and growth, financial management and the principles of marketing. You will discover and understand the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.
Unit 3: Understand how to resolve customers’ problems and complaints
Within this unit, you will increase your knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. You will also develop your understanding of negotiating techniques, enabling you to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.
Unit 4: Understand customers and customer retention
This unit will establish your understanding of the concept of the ‘customer experience’. You will explore the benefits of customer retention and customer loyalty, as well as developing knowledge of how to measure and analyse performance data relating to sales performance.
Unit 5: Understand how to monitor customer service interactions and feedback
This unit will provide you with the techniques needed to monitor the quality of customer interactions. The ability to use and identify techniques in order to gather
required information and provide feedback on performance to colleagues is also explored in this unit.Unit 6: Understand how knowledge, resources and service partnerships are used to support customer service delivery
Throughout this unit, you will gain a comprehensive understanding of a customer service knowledge base, enabling you to identify the content requirements of resource materials. You will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.
Unit 7: Understand equality, diversity and inclusion in the workplace
This unit will increase your understanding of equality, diversity and inclusion in both personal and organisational situations including updating your knowledge of current legislation. You will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.
Basic Payment Plan
| Deposit amount | Monthly payments | Payment duration | Total cost |
|---|---|---|---|
| £39.90 | £59.85 | 6 months | £399 |
Advanced Learner Loan
| Advanced Learner Loan cost |
|---|
| £1,265 |
Advanced Learner Loans are funded by the government to enable learners to enrol onto level 3 or 4 courses without having to pay a lump sum or a large upfront fee.
If you are over 19 years of age and have been living in England for at least three years, it is likely that you will be eligible to take out an Advanced Learner Loan to support your online study!